650 Management
Refine
Document Type
- Report (1)
- Working Paper (1)
Language
- English (2) (remove)
Has Fulltext
- yes (2)
Keywords
- Corporate culture (1)
- Cultural dimensions (1)
- Cultural standards (1)
- Frankreichforschung (1)
- Französisch (1)
- French (1)
- Interkulturelles Management (1)
- Internationalisierung (1)
- Kulturdimension (1)
- Kulturstandard (1)
The growth and sustainability of a manufacturing company extensively relies on customer satisfaction regarding the quality of its products. An exemplary study on the customer quality claim management of an international manufacturing company determined that one major reason for customer dissatisfaction was the inability to prioritize the reported quality problems. Therefore, the company’s focus was set to enhancing the customer claim resolution process by overcoming the challenges in the prioritization process. Considering the various factors which influence the prioritization process, this study provides a solution by using a unique prioritization technique for the management of customer quality claims. It also focuses on the implementation of the derived solution by providing an explicit evaluation method for each of the prioritization factors.
This paper explores the influence of French cultural standards and dimensions on the corporate culture, the management style and the international development of the French petroleum company Total by using empirical methods. Due to its important degree of internationalisation, Total projects a considerably internationalised outward appearance, in which French national cultural influences are hardly recognisable. On the other hand, the internal processes and structures of the company are significantly more influenced by French cultural characteristics and standards. Qualitative individual interviews of employees from the middle management of Total provide the basis for the empirical examination. The results of these interviews confirm the findings of analytical studies, complement them with broader views and provide clear indications for the influence of national culture on the type of communication, hierarchical structure, as well as work organisation and decision making processes within the company.